Call Center Productivity Increased 13.8%, generating $500,000 in Annual Savings, in 90 Days

Situation

A global provider of call center/help desks, previously based in Detroit, Michigan, engaged MetaOps, Inc. for help in reducing high error and turnover rates in a key customer support group. The company was in danger of losing a key client and 140 jobs. The Leadership Team were demanding the issues be effectively resolved. MetaExperts® from MetaOps, Inc. lead them to increase their productivity by 13% and see a $500,000 annual savings increase in just 90-days of Lean Six Sigma Operational Excellence transformation.

Actions

In order to eliminate errors, increase productivity, and retain quality team members ultimately ensuring increased customer satisfaction, MetaOps, Inc. MetaExperts® delivered an aggressive Lean Six Sigma business process improvement, leadership development, teambuilding, and training solution that included:

  • Developing a customized approach to Value Stream Kaizen by training and developing an internal core team to rapidly identify and eliminate waste and variation while increasing morale.
  • Conducting pre-work and an initial 3-day workshop where the team developed more than 50 action items tied to performance metrics and a robust action plan. All 140 employees in the center were impacted by the changes and improvements made.
  • Coaching and mentoring the team to complete multiple rapid process improvement projects.

Results

  • Measured and improved calls handled per hour resulting in:
    • A 13.8% productivity improvement in 90 days,
    • A $500,000 in annual savings, and
    • Service-level agreement levels remaining consistently at or above targets.
  • Customer satisfaction increased due to shorter handle times and a higher percentage of calls not requiring escalation.
  • The company incorporated the practices MetaExperts® delivered into their other areas of operations.

Return on Investment

  • 8% Productivity improvement
  • $500,000 annual savings
  • Improved
    • Calls-per-hour worked
    • Call quality
    • Service level agreement performance
    • Speed to productivity in new hires
    • Workforce understanding, morale, and accountability
  • Reduction of second-level and tech support